VA Revolutionizes Customer Experience, Setting New Standard for Government Agencies
The Department of Veterans' Affairs (VA) has revolutionized its approach to customer experience, empowering employees and setting a new standard for government agencies. This transformation, a decade in the making, has significantly improved trust ratings among veterans.
In 2015, the VA established the Veterans Experience Office (VEO) to enhance the veteran experience. This commitment has paid off, with trust ratings surging by 25% since 2016. Notably, trust in VA outpatient care has reached an impressive 91.8%.
The VA's success in customer experience (CX) is evident in its hospital ratings. It boasts more than double the national average of four- to five-star rated hospitals (77%) and nearly six times as many five-star rated facilities (48.7%). The VA's CX practices, pioneered over a decade, have now been codified into law with the 'Improving Veterans Experience Act of 2025'. This act sets a precedent for other government agencies to prioritize CX, acknowledging it as a core function. The VA's CX initiatives and functions, including its use of AI-powered real-time feedback, are now legally embedded into its operations and systems.
The VA's evolution in customer experience has been remarkable. With trust ratings soaring and CX practices now law, the VA continues to lead the way in government service. The 'Improving Veterans Experience Act of 2025' ensures this commitment to excellence endures, setting a high bar for other agencies to follow.
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